About the role
Our XD Chapter is seeking a dedicated UX Conversation Designer to join our Contact Automation Squad. In this role, you will be responsible for crafting intuitive and engaging conversational experiences across various platforms. You will collaborate with cross-functional teams to design, prototype, and implement conversational interfaces that improve user interactions and streamline customer support processes.

• Understanding Opportunity & Context: Explore the opportunity, understand the context, and research options.
• Research Options: Draw on a range of SMEs to capture rich contextual information such as business processes, existing channel behaviour, customer insight, and technical feasibility.
• Prepare High Level Journey Design/Options: Collate information in tools like MIRO to prepare high-level journey designs and options.
• Design Conversational Flows: (Re)imagine conversations and journeys to elevate customer experience from transactional to engaging.
• User Research: Conduct user research to understand customer needs, preferences, and struggles.
• Prototyping: Develop prototypes and wireframes to visualise conversational interactions.
• Collaboration: Work closely with product managers, developers, and other designers to ensure seamless integration of conversational interfaces.
• Testing and Iteration: Conduct usability testing and iterate on designs based on feedback and performance metrics.
• Documentation: Document conversational designs ready for implementation.
• Future Exploration: Explore the use of GenAI and rich contextual data to transform conversational design.
• MSFT Collaboration: Get to grips with Copilot Studio and how MSFT uses their tool. Work with the SD to ensure that DD for the MSFT Middlelayer (Power Platform) is fit for purpose.
• Supplier Support: Be point of contact for Supplier’s Conversational Designers during current supplier-lead implementation. Learn how they work and how to use Copilot Studio during these few months, and get ready to lead this when supplier engagement finishes